Customer-Centric Culture

Read why it's best practice to combine your Customer Experience initiatives with your Operational Excellence initiatives. You'll streamline business processes and reduce cycle time in the areas that matter most to customers.

Spawned a Global Multibillion Industry; Still Going Strong

Over 50,000 British consumers have invested in providing loans to over 100,000 British consumers and small business owners via Zopa since 2005. Lenders have provided £770,000 of their money to their peers, in exchange for an average return of 5 percent.

Who’s to Blame?

When customers are treated badly by customer service, something is wrong. But just where does the buck stop? With the CSR? With the company and its priorities and policies? With the customer? There is probably enough blame to pass around!

How a Prospective Provider in Boothbay Maine Is Gathering Customer Requirements

Boothbay Region Health Care is a start up non-profit chartered to provide primary healthcare for the residents and visitors in their region. They’re in the strategic planning stage of their project. Customer co-design is part of their planning process.

Learnings and Take-Aways from Patty’s Pioneers – Fall 2014 Meeting

For over 20 years, Patty Seybold has gathered a group of “Pioneers” with amazing track records in creating new platforms, products, and businesses. Here are practices they have in common that you can adopt to achieve similar success.

Prepare Now to Engage as a Patient and/or Advocate for Someone You Love

Let Patients Help! by Dave deBronkart with Dr. Danny Sands is a valuable patient engagement handbook. This little book should be a key resource for you and your family. You’ll learn about important steps in taking charge of your own health.

Firefly Lets You Manage the “Internet of Things”

Amazon’s Fire Phone is a significant boost to Amazon’s customer ecosystem. Mayday—24x7 customer service on your phone—sets a new bar. Firefly—identify an object and take actions—puts control of the “Internet of Things” in Fire users’ hands.

Customers Are on the Cusp of Retaking Control Over the Big Things that Impact Their Lives

The next customer revolution is upon us. We will regain control of things that matter most in our lives: our government, our financial well-being, our health, our jobs, our privacy, and our access to the Internet.

Making It Easy to Navigate through IVR Hell and Get a Positive Telephone Support Experience

Think you provide great customer service? When did you last check out what your customers experience when they call your support line? Are they stuck in an infinite IVR loop? And, when they get to a real person, are their issues resolved?